CCN Learning Catalogue 2013

Course Catalogue 2013

Enhance Solutions to

Improve Customer

Service

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CCN Learning

Resources

Leaders, Managers, Supervisors

Managing Multiple Generations 3

Problem Solving & Decision Making 4

Managers to Leaders 5

Leading During Times of Change 6

Resilient Leadership 7

Facilitation Skills 8

Communication Skills for Leaders 9

Coaching Skills for Leaders 10

Winning the Talent War 11

Keys to Effective Supervision 12

Time Management 13

Staff

Adjusting to Stress & Change 14

Communication Skills 15

Table of Contents Ta b l e o f C o n t e n t s

Table of Contents 1-2


CCN Learning

Resources

Management & Staff Wowing the Customer 16

Emotional Intelligence 17

Team Communication 18

Working Together as a Team 19

Deterring Workplace Violence 20

Telephone Answering Skills 21

Valuing Diversity & Inclusion 22

Collaborative Negotiation 23

Dealing with Difficult Customers 24

Effective Meeting Management 25

Deterring Sexual Harassment in the workplace 26

You, Inc. Create Your Personal Brand 27

Conflict Management 28

Keys to Effective Delegation 29

Influencing for Trust & Success 30

Team Makeover; Restoring Team Functioning 31

Power Listening 32

Create a Motivation Environment 33

MBTI or DISC Assessment 34

Difficult Conversations 35

Healthcare Customer (Patient) Focus 36

Table of Contents Ta b l e o f C o n t e n t s


M a n a g i n g M u l t i p l e G e n e r a t i o n s

Duration: 8 Hours

Recognize differences between the four generations represented in today’s workforce

Identify main motivational drivers for each generation

Determine specific communication, motivation, and engagement strategies for each group

Apply different management approaches

Use leadership skills to manage each generation

Develop an action plan for bridging the generation gaps

Outcome:

Improved leader to employee interaction resulting in higher workforce retention, enhanced recruitment, and improved talent management.


Course Description: There are currently four generations operating in today’s workforce. Contemporary managers and leaders must juggle both the needs of the organization, with the varying strengths and weaknesses of generational groups. This course provides communication, motivation, engagement, and management tools and techniques designed to leverage the leaders’ strengths in effectively managing each generation.

Special attention is paid to developing strategies designed to increase productivity through harnessing the power and special attributes of each group.

This course is based upon active learning, with rich, interactive exercises and applied experiences.

Learning Objectives:

At the end of this course, participants will be able to:


P r o b l e m S o l v i n g& D e c i s i o n M a k i n g

Duration: 8 - 16 Hours

Define a problem

Apply a seven (7) step problem solving model

Apply a decision making model

Recognize the difference between a problem and a decision

Identify problem solving styles

Identify personal and team roadblocks to success

Develop action plans

Practice with problem solving and decision making tools

Outcome:

Improved ability to define and solve the “right” problem resulting in increased efficiency, and streamlined and consistent problem solving and decision making across the enterprise.


Course Description:

Successful organizations recognize that organization-wide critical thinking, and creative solutions to problems can significantly drive overall business success. This course provides a model and framework for a clear and consistent problem-solving and decision-making process. Participants apply this model and are introduced to multiple strategies, tools, and techniques to add to their problem-solving toolkit.

This course is based upon active learning, with rich, interactive exercises, applied experiences, and business-related case studies. Participants will also apply the problem-solving and decision making methodology to company work-related problems.




M a n a g e r s t o L e a d e r sDuration: 4-8 Hours

Identify the differences between managers and leaders

Identify team leadership styles

Explore leader behavior

Recognize the elements of building positive relationships

Discover what motivates people, and how to create a motivating climate

Identify levels of trust

Explore and understand common approaches to discipline

Practice a non-punitive approach to dealing with negative behavior

Outcome:

Enhanced leaderships skills resulting in improved departmental functioning, communication, and team interpersonal relationships.


Course Description:

Managers manage; leaders inspire and motivate. This course focuses on the differences between managing and leading while maintaining consistency in all areas of business operations. Team building, communication, leadership style, and fostering a positive work environment are addressed. Emphasis is placed upon building a variety of leadership skills.

This course is based upon active learning, with rich, interactive team-based exercises, and applied experiences.




L e a d i n g D u r i n g T i m e s o f C h a n g e

Duration: 8 Hours

Analyze the process of change

Identify changes taking place in the organization

Effectively manage the change process

Recognize and manage reactions to change (self, employees)

Recognize the psychological issues associated with change

Apply powerful communication strategies

Identify levels of trust

Master techniques to help employees deal with negative reactions to change

Outcome:

Enhanced leaderships skills resulting in open communication, and the creation of a positive vision of a change altered workplace. These skills may serve to streamline an accelerated acceptance and adoption of business critical change.


Course Description:

Change is a strategic imperative in today’s businesses, and leaders play a critical role in organization change planning and implementation. During times of change, employees look to leaders to effectively manage people, processes and culture in alignment with business strategy. This program is designed to equip leaders with the strategies, skills, and techniques needed to manage change while creating a climate of trust and open communication.

This course is based upon active learning, with rich, interactive exercises, case studies, and applied experiences.




R e s i l i e n t L e a d e r s h i pDuration: 8 Hours

Identify forces of enterprise-wide change, stress, and resiliency

Master new skills and techniques to strengthen resiliency

Recognize change as a natural force in organizations

Assess personal resiliency quotients

Identify reasons why people resist change

Examine five (5) features of a resilient organization

Create a flexible, open, work environment

Effectively manage the change process

Outcome:

Increased personal and organizational resiliency resulting in improved ability to manage and embrace changes connected to overall business strategy.


Course Description:

The Harvard Business Review, stated in a recent article: “More than education, more than experience, more than training, a person’s level of resilience will determine who succeeds and who fails.” In a constantly changing workplace, resilience is defined as how well everyday job pressures are perceived and managed, and obstacles overcome. This program focuses on building skills to strengthen resiliency in the workplace.

This course is based upon active learning, with rich, interactive exercises, case studies, and applied experiences. A resiliency assessment is provided.




F a c i l i t a t i o n S k i l l s Duration: 8 -12 Hours

Identify the differences between a team leader, presenter, and facilitator

Define the roles and responsibilities of a facilitator

Apply a three (3) step facilitation process

Recognize the power of group dynamics and group processes

Identify strategies to deal with resistant people

Identify blockers common to group communication and interaction

Outcome:

Enhanced facilitation skills resulting in more effective and efficient group and meeting management. Facilitators drive business success by helping groups charged with information gathering, ideation, planning, and decision making.


Course Description:

Efficient and effective group facilitation is an important part of leading teams developing critical business solutions. Facilitators help people communicate and work together through a structured, open framework. Participants gain an understanding of group dynamics, group process, and facilitator intervention strategies to maximize the group’s creative potential. This program is designed to equip managers, leaders, and/or trainers with a three-step facilitation process to enhance meeting productivity.

This course is based upon active learning, with rich, interactive exercises, case studies, and applied experiences. The twelve (12) hour option includes videotaping and feedback.




C o m m u n i c a t i o n S k i l l s f o r L e a d e r s

Duration: 8 Hours

Describe the verbal and written communication process

Identify and avoid communication blockers

Avoid manipulation by people with other communication styles

Apply several communication choices

Master techniques of asking questions, respectful listening, and empathetic responding

Follow a specific communication model

Create an open, interactive workplace climate

Outcome:

Enhanced leader communication skills resulting in higher levels of enterprise interactivity, team communication, customer satisfaction, and streamlined productivity.


Course Description:

The challenges in contemporary organizations require leaders to excel in communication. Basic communication skills are insufficient for working with customers, and leading individuals and teams to optimal performance. This program is designed to equip leaders with the higher level skills and techniques necessary to initiate and sustain an open, interactive, and productive workplace.





C o a c h i n g S k i l l s f o r L e a d e r s

Duration: 8 Hours

Establish an environment for being both “directive”, and compassionate in order to bring out the best in people

Help people through critical learning opportunities

Create an environment for open, risk-free communication

Develop listening strategies and skills

Navigate effectively in difficult or uncomfortable conversations

Apply a variety of communication strategies

Identify different types of coaching

Discover how preference styles affect the coaching relationship

Outcome:

Enhanced ability to develop people to a new level of excellence, while producing exceptional outcomes - resulting in higher productivity, talent retention and attraction.


Course Description:

Employee engagement, motivation, and performance management are critical drivers in high performing organizations. Today’s leaders are responsible for achieving corporate objectives by motivating their associates to work at the greatest efficiency, while promoting personal growth. This program is designed to equip leaders with the essential coaching skills necessary to create a positive environment fostering optimal performance.


Learning Objectives



W i n n i n g t h e T a l e n t W a rDuration: 8 Hours

Identify why employees leave a company

Recognize a variety of strategies to create a motivating climate

Identify strategies to engage employees

Compare and contrast generational differences

Identify reasons why people stay with a company

Outcome:

Enhanced ability to create a positive work environment for motivating and engaging valued employees resulting in higher employee retention, and productivity.


Course Description:

Employee retention, especially of the best, most desirable employees, is a key challenge in organizations today. Employee involvement, recognition, advancement, development, and pay based on performance are all essential elements in retaining great producers.

This program is designed to provide managers with the knowledge and skills needed to create and maintain a high performing organization through retention strategies.


Learning Objectives



K e y s t o E f f e c t i v eS u p e r v i s i o n

Duration: 8 Hours

Discover how leadership relates to human behavior

Identify a personal leadership style

Examine blockers that may hinder supervisory strategies

Explore different management styles

Describe different styles of interaction

Build trust

Delegate effectively

Identify what people need and want from their jobs

Apply supervisory strategies and techniques

Outcome:

Enhanced ability to supervise employees resulting in a positive workplace climate, increased productivity, employee engagement, motivation, and retention.


Course Description:

The quality of the supervision an employee receives is critical to employee retention, development, and productivity. People leave managers and supervisors more often than they leave companies or jobs. Ineffective supervision can cost the company resources, time, and talent. This program is designed to provide supervisors with the knowledge and skills necessary to successful supervise.


Learning Objectives



T i m e M a n a g e m e n tDuration: 4 - 8 Hours

Recognize the importance of time management

Apply a variety of time management tools (including those provided by social media) in the workplace and at home

Identify barriers to time management

Recognize, and manage procrastination behaviors

Create a framework for managing time effectively

Develop action plans for implementation

Outcome:

Enhanced ability to manage time more effectively resulting in higher productivity, and overall efficiency.


Course Description:

In the business world, “time” is one of the most important assets, yet many businesses fail to keep up with, or realize the “time factor.” It is critical for organizations and individuals to operate within a systematic time management framework for greater efficiency and productivity. Special attention is paid to initiating and maintaining 21st century time management strategies designed to maximize resources and improve productivity.





A d j u s t i n g t o S t r e s s & C h a n g e

Duration: 4 Hours

Discover how stress is a natural byproduct of change

Determine causes of stress during change

Identify reasons people resist change

Identify points of control in the midst of chaos

Provide and receive team support

Integrate stress reduction strategies in the workplace

Apply practical ways to optimize health during stressful times

Outcome:

Enhanced ability to identify, practice and apply strategies for controlling the response to change. This may result in higher productivity, less absenteeism, and improved individual and workplace health.


Course Description:

The saying “the only constant in life is change” is extremely relevant to today’s fast-paced organizations. Change is often mandated, and staff are called upon to implement changes that originate elsewhere. While change is inevitable, controlling the stress associated with change can be managed. This program focuses on developing the skills to effectively deal with the challenges of workplace change.


Learning Objectives



C o m m u n i c a t i o n S k i l l s Duration: 8 Hours

Describe the verbal and written communication process

Identify and avoid communication blockers

Avoid manipulation by people with other communication styles


Master techniques of asking questions, respectful listening, and empathetic responding

Follow a specific communication model

Communicate with different levels in the organization

Outcome:

Enhanced communication skills resulting in higher levels of individual and team interactivity, consistent messaging, and productivity.

CCN Learning

Resources

Course Description:

The challenges in contemporary organizations require workers to excel in communication. Basic communication skills are insufficient for working with customers, teams, and individuals. This program is designed to equip workers with the higher level skills and techniques necessary to initiate and sustain an open, interactive, and productive workplace.





W o w i n g t h e C u s t o m e r Duration: 8 Hours



Recognize the value of consistently delivering exceptional customer service

Define the characteristics of high quality customer service

Identify customer service “busters” and how they affect the entire organization

Avoid being “hooked” by difficult customers

Practice skills and techniques designed to manage the difficult customer

Outcome:

Improved customer service skills resulting in increased productivity and customer satisfaction.


Course Description:

Great customer service is the lifeblood of any organization. This highly interactive course focuses on the role of exceptional customer service in driving organizational success. Emphasis is placed on how attitude, communication, and behavior impact customer satisfaction.

This course is based upon active learning, with rich, interactive exercises and experiences.


E m o t i o n a l I n t e l l i g e n c eDuration: 8 Hours

Define emotional intelligence (EI)

Recognize the role of EI in the workplace

Describe an EI model

Build an intuitive muscle

Better manage emotions

Improve social awareness

Practice and enhance social and empathy skills

Listen and respond with empathy

Outcome:

Improved and enhanced Emotional Intelligence resulting in increased customer satisfaction, relationships, retention, and improved internal employee interactions.


Course Description:

Research has shown that Emotional Intelligence (EI) contributes more to a person’s success in life than raw intelligence (IQ). Leaders and employees with a high EI are the ones who make the best decisions, manage people more effectively and contribute most to the overall success of the organization. Emphasis is placed on the development of specific skills that strengthen EI.

This course is based upon active learning, with rich, interactive exercises and applied experiences.




Te a m C o m m u n i c a t i o nDuration: 8 - 16 Hours

Identify personality preference styles

Identify team strength and weaknesses

Recognize barriers to team communication

Identify ways to create a positive team attitude

Initiate action plans for improvement

Apply team communication strategies and techniques

Outcome:

Improved team ability to communicate across the enterprise, and with customers, resulting in a clear and consistent message. This consistency helps enhance relationships and increases efficiency.


Course Description:

Excellent team communication helps drive overall business success through enhanced communication with team members, management, and customers. This course focuses on the fundamentals of team building and team communication. Issues such as personality preference styles, group synergy, attitude, perception, trust, and competition are examined, as well as strategies for optimum team communication.

Special attention is paid to common blockers that hinder people from working and communicating well together.

This course is based upon active learning, with rich, interactive exercises, applied experiences, and an action planning component.




Wo r k i n g To g e t h e r a s a Te a m


Identify the characteristics of good team players

Identify personality preference styles

Demonstrate how preferences affect teams and the work environment

Describe how highly functioning teams can increase productivity and efficiency

Apply team communication strategies and techniques

Recognize barriers to teamwork

Identify ways to create a positive team attitude

Initiate action plans for improvement

Outcome:

Improved team ability to work efficiently, and effectively resulting in better interpersonal relationships, and overall productivity.


Course Description:

Working in teams is a critical piece of the culture in contemporary organizations. Highly functioning teams are more efficient, more productive, and enjoy higher levels of success. This course focuses on the fundamentals of team building. Issues such as personality preference styles, group synergy, attitude, perception, trust, and competition are examined, as well as strategies for improving team functioning.

Special attention is paid to common blockers that hinder people from working well together.

This course is based upon active learning, with rich, interactive team-based exercises, applied experiences and an action planning component.




D e t e r r i n g W o r k p l a c e V i o l e n c e

Duration: 8 Hours

Analyze the link between stress and workplace violence

Identify reasons for increased negativity in the workplace

Discover the dynamics of a difficult person

Identify three (3) forms of effective interaction


Diffuse potentially aggressive, and/or aggressive behavior

Outcome:

Enhanced coping skills resulting in effectively managed violent and/or aggressive behavior. These skills can help ensure a safe, and secure workplace.


Course Description:

Workplace violence can significantly disrupt an organization’s mission, as well as seriously impact employee morale and feelings of safety and security. Diffusing or preventing violence is essential in preserving the stability of an organization. This program is designed to equip managers, leaders, and/or workers with skills and techniques that will help diffuse potentially violent situations, and manage the negative behavior of the individual(s) involved.





T e l e p h o n e A n s w e r i n g S k i l l s w o r k p l a c e Duration: 8 Hours

Recognize the importance of excellent customer service

Identify blockers that hinder exceptional answering skills

Follow a specific CARE model for answering the phone

Identify and manage three (3) types of difficult callers

Apply six (6) critical steps in closing a conversation

Differentiate between open and closed questions

Apply techniques for transferring, taking messages, and placing the caller on hold

Outcome:

Enhanced telephone answering skills resulting in exceptional customer service, satisfaction, and sales.


Course Description:

Telephone answering skills are business critical. A customer’s first, and continuing impression can be positive or negative based upon how the phone is answered. This program is designed to equip employees with skills and techniques necessary to provide exceptional customer service through the medium of the telephone.

This course is based upon active learning, with rich, interactive exercises, case studies, and applied experiences. Evaluation of current phone skills is also available.




V a l u i n g D i v e r s i t y & I n c l u s i o n

Duration: 4 Hours

Define diversity

Identify the components of a diverse workforce

Recognize diversity challenges

Reflect on personal awareness of cultural diversity

Apply a four (4) step model to effectively communicate in diversity-driven situations

Outcome:

Enhanced diversity and inclusion strategies and techniques resulting in improved leadership skills, greater teamwork efforts, and improved workplace staffing. These abilities may help drive competitive advantage in the global business community.


Course Description:

Diversity and inclusion are important pieces of an organization’s business strategy. Today’s businesses are part of the larger global business community, and workplace diversity can drive both competitive advantage and personal growth. Increasing knowledge of diversity can foster greater cultural awareness as well as tap in to the strengths and talents of the entire workforce.

This program focuses on developing the ability to embrace diversity, and effectively assess and respond to diversity-driven situations.


Learning Objectives



C o l l a b o r a t i v e N e g o t i a t i o nDuration: 8 Hours

Identify negotiation styles (personal and team)

Recognize “negotiation busters” that can hinder the collaborative process

Differentiate between wants and needs

Recognize the importance of preparing for the “what-ifs”

Create the mindset of a negotiator

Recognize the elements of conflict in the negotiation process

Apply a four-step collaborative model

Outcome:

Enhanced collaborative negotiation skills resulting in improved communication, and increased ability to drive “win-win” solutions within teams and with external customers.


Course Description:

Organizational efficiency and performance is enhanced through solid collaborative negotiation skills. Whether working with customers, or with internal staff, effective negotiation skills can improve communication, reduce conflict and drive business solutions. This program focuses on developing the ability to negotiate to “win-win” solutions through a collaborative approach.


Learning Objectives



D e a l i n g w i t h D i f f i c u l t C u s t o m e r s

Duration: 8 Hours

Identify points of customer frustration

Identify types of difficult customers

Diffuse anger and keep communication lines open

Positively deal with manipulative behavior

Apply communication skills that enhance customer service

Maintain a positive attitude during stressful conversations

Master techniques to prevent difficult situations

Outcome:

Enhanced ability to provide exceptional customer service, and manage difficult customers. This ability may lead to greater customer satisfaction, sales, and customer loyalty.


Course Description:

The ability to deal with customer conflict, and difficult customers is critical in today’s businesses. Exceptional customer service increases sales, builds great relationships, and protects the company’s brand. Research also indicates that successfully dealing with a difficult client or customer to their satisfaction promotes greater loyalty to the company. This program focuses on developing the skills to effectively deal with the challenges of difficult customers.


Learning Objectives



E f f e c t i v e M e e t i n g M a n a g e m e n t

Duration: 4-8 Hours

Identify meeting objectives and desired outcomes

Create a comprehensive, objective-driven agenda

Recognize different roles and responsibilities

Facilitate the meeting and keep it on track

Manage difficult team members

Capture action items and off-topic concerns

Gather ideas and information

Facilitate effective decision-making

Close the meeting with action items

Outcome:

Enhanced ability to participate in, and/or lead effective meetings resulting in optimal time and resource use, higher productivity, and increased return on investment.


Course Description:

Effective meetings can save companies money, and/or drive positive outcomes. Ineffective meetings squander resources, waste valuable time, and prolong the ability to provide positive business solutions. This program focuses on developing the skills to effectively hold, implement, and close successful meetings.

This course is based upon active learning, with rich, interactive exercises, case studies, and applied experiences. Participants will plan and hold a meeting during the session.

Learning Objectives



D e t e r r i n g S e x u a l H a r a s s m e n t i nt h e W o r k p l a c e Duration: 2-4 Hours

Recognize the legal definition of sexual harassment

Differentiate between situations that satisfy the legal definition, and those that do not

Identify reactions to sexual harassment

Apply strategies and techniques to prevent sexual harassment

Help employees make good choices

Create a respectful workforce

Outcome:

Enhanced ability to create a positive, diverse workforce environment, resulting in positive relationships, fewer incidences and legal claims.


Course Description:

Sexual Harassment (prevention) training is an important element of an organization’s overall human resource initiative. This training helps managers follow practical guidelines to prevent sexual harassment within the corporate culture, provide a safe and positive workplace, and reduce potential legal claims.

This program is designed to equip managers with strategies and techniques for creating a culture where sexual harassment is prevented, or managed according to guidelines.


Learning Objectives



Y o u , I n c . C r e a t e Y o u r P e r s o n a l B r a n d

Duration: 8 Hours

Recognize the importance of brand creation

Identify the benefits of a successful brand

Avoid obstacles that may hinder the “re-branding” process

Use a BRAND model to create a personal brand

Link the importance of high emotional intelligence to branding

Recognize how perception creates reality

Create ways to successfully present and promote a personal brand

Outcome:

Creation and maintenance of a personal, career-oriented brand resulting in increased visibility, advanced career mobility, and consistent messaging.


Course Description:

A personal brand is a critical component to reputation both in the workplace and in social media networks. Personal branding is the way people market themselves to others, and can help increase positive visibility, and advance career goals. This program focuses on skills needed to create and maintain a clear, consistent personal brand.


Learning Objectives



C o n f l i c t M a n a g e m e n tDuration: 8 Hours

Recognize how and why conflict exists

Realize conflict represents differences in opinions and beliefs

Identify personal conflict resolution styles

Identify blockers that hinder the resolution process

Demonstrate a five (5) step collaborative process

Manage emotions

Take the perspective of others

Deal with negativity

Outcome:

Enhanced ability to resolve workplace conflicts resulting in less hostility, fewer disputes, and higher productivity.


Course Description: Negative conflict, in a business setting, can be expensive, counter-productive, time consuming, and labor intensive. Constructive conflict can bring about new ideas and problem solving methods. This program focuses on providing the skills necessary to manage negative conflict and promote positive working relationships.


Learning Objectives



K e y s t o E f f e c t i v eD e l e g a t i o n

Duration: 4 Hours

Define delegation

Assess current level of delegation skills

Identify the benefits of powerful delegation strategies

Identify personal barriers to delegation

Determine what to delegate, and what to keep

Define responsibility, authority, and accountability

Plan and conduct a delegation meeting

Identify the four (4) steps to effective delegation

Outcome:

Enhanced ability to delegate tasks while retaining accountability, resulting in optimal time usage, and employee empowerment and engagement.


Course Description:

The art of delegation is an effective means of developing employees, and a key to organizational prosperity. Assigning authority, while retaining accountability is key to maximizing resources and advancing business strategy. This program is designed to provide managers with the knowledge and skills necessary to apply delegation strategies, and engage and develop employees.


Learning Objectives



I n f l u e n c i n g f o r T r u s t & S u c c e s s

Duration: 4-8 Hours

Recognize how behavior impacts the ability to trust

Identify organizational and individual wants and needs

Identify personal communication styles

Apply communication strategies

Avoid communication blockers

Develop effective listening skills

Use a framework for questions

Build trust and constructive relationships

Adopt persuasive techniques

Outcome:

Enhanced ability to earn trust, and influence all levels of the organization resulting in improved powers of persuasion, and potentially accelerated career advancement.


Course Description:

The ability to influence and persuade clients, colleagues and managers can lead to idea adoption, customer sales, and career advancement. This program is designed to equip workers with the higher level skills and techniques necessary to earn trust, and influence others.





T e a m M a k e o v e r : R e s t o r i n g T e a m F u n c t i o n i n g


Identify personality preference styles and their importance in team processes

Identify a team’s strengths and weaknesses

Recognize the importance of team attitude

Create an action plan for improvement using company areas of concern

Outcome:

Enhanced team building and maintenance, resulting in higher functioning teams and increased productivity.

CCN Learning

Resources

Course Description:

A team’s success is directly linked to the efforts of individual players and how well those players get along and work with each other. This program focuses on how to capitalize on strengths, and not allow differences to stand in the way of success.

This course is based upon active learning, with rich, interactive exercises, case studies, applied experiences, and an action planning component.




P o w e r L i s t e n i n gDuration: 4 Hours

Identify three (3) levels of listening

Strengthen listening skills and habits

Recognize barriers to good listening

Respond appropriately to non-verbal messages

Listen and respond empathically

Outcome:

Enhanced ability to actively listen, send, and receive business critical messages resulting in improved and streamlined communication across the enterprise.


Course Description:

Exceptional communication is key to business success, and the importance of listening in the communication process is enormous. The ability to speak well, and write well are necessary components in successful communication. The ability to listen is equally as important. Poor listening skills can result in miscommunication, costly misunderstandings, and prolonged solution implementation.

This program focuses on strategies designed to ensure business critical messages are accurately sent and received through the power of active listening.





C r e a t e a M o t i v a t i n g E n v i r o n m e n t

Duration: 4 Hours

Recognize the importance of a motivating environment

Distinguish between intrinsic and extrinsic motivation

Explore reasons why many workplaces focus on extrinsic motivators

Determine if money is a motivator

Apply motivation strategies to the workplace

Outcome:

Enhanced leader ability to motivate employees to achieve corporate objectives, resulting in higher productivity, morale, and loyalty.


Course Description:

The key to leadership success is motivating others to do their best in achieving business goals, and motivation is the force that transforms people to be productive. Maximizing employee’s motivation is vital to successfully accomplish the organization’s targets and objectives. Motivated employees have higher productivity, morale, self-esteem, and organization/team loyalty.

This program focuses on strategies for leaders to create and maintain a motivating environment.





M B T I o r D I S C A s s e s s m e n tDuration: 4 - 8 Hours

Identify and interpret either Myers Briggs or DISC preferences

Determine and analyze responses to team challenges

Maximize individual and team effectiveness

Discover how unique preferences allow team members to make distinct contributions to the team

Identify ways to solve conflict more effectively using preferences

Develop a strategy to build team appreciation and productivity

Outcome:

Enhanced ability to work effectively in teams, and within the greater organization, resulting in higher productivity, efficiency and morale.


Course Description:

Both the Myers Briggs Inventory (personality) and the DISC Assessment (behavior) measure psychological preferences in how people perceive the world and make decisions. These assessments help individuals and teams understand how their preferences affect personal, interpersonal, team, and organizational effectiveness. Companies may select the most appropriate assessment for their groups.

This program is designed to equip individuals and teams with a greater understanding of the impact of personality and behavior within organizations.





D i f f i c u l t C o n v e r s a t i o n sDuration: 8 Hours

Set the stage for safe, risk-free discussions

Recognize blockers that may hinder having a healthy discussion

Listen actively and empathically

Recognize key non-verbal messages and body cues

Master a six (6) step process for having difficult conversations

Control and hostile discussions

Outcome:

Enhanced ability to accomplish business objectives by initiating healthy, yet difficult conversations resulting in greater employee productivity, career advancement, and stress reduction.


Course Description:

Leaders get things done through others; they are charged with prioritizing tasks, developing growth strategies, and delegating responsibilities. The most effective leaders also know how to have the difficult conversations that help drive business objectives, guide individuals and teams toward greater productivity, and provide a motivating climate.

This program is designed to equip leaders with the skills necessary to have difficult, yet productive conversations in order to accomplish goals and objectives.





H e a l t h c a r e C u s t o m e r( P a t i e n t ) F o c u s

Duration: 4-8 Hours

Discover how attitude is the essence of exceptional patient relations

Apply a four (4) step process in providing excellent customer service

Identify ways to deal with difficult patients

Master effective interpersonal communication skills

Build collaborative environments conducive to great patient relationships

Apply listening strategies

Outcome:

Enhanced ability to develop outstanding patient relationships through exceptional customer service resulting in patient satisfaction, attraction, and retention.


Course Description:

Customer focus is the cornerstone of business success. In healthcare, customer (patient) satisfaction is key to maintaining a competitive edge, and the patient-centered approach is also fundamental in providing safe, quality care. This program is designed to equip all levels of healthcare providers with the essential skills necessary to develop and sustain patient satisfaction.


Learning Objectives



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CCN Learning Catalogue 2013

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